Job summary
A dynamic and pivotal role has arisen within our Digital Team to lead and develop a talented service desk team to assist with the implementation of the new Electronic Patient Record (EPR) system .
This will be an ideal opportunity to shape our service delivery and make a real impact on user experience. The role is expected to work across all the stages of the ITIL Service Lifecycle involving Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Main duties of the job
Main duties will be:
o Delivery of a customer focused Digital Service Desk for all service users
o Manage a team of IT Engineers and Service Desk agents including their workload.
o Manage incidents and service requests using ITIL processes and ITSM tools.
o Ongoing development of staff and processeso Continual service improvement within the Service Desk using performance reports, audits and service feedback.
o To work and collaborate with other Digital staff to ensure the smooth operation of the delivery and consumption of Digital services.
o To engage with clinical and non-clinical staff around the requirements or issues concerning Digital services.
o Align Service Desk Operations and its objectives with Digital's Service Design specifications and the Digital Strategy
o To assist the IT Front Office Manager in delivering End User Compute services and access to clinical and non-clinical systems to all service users
About us
At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.
We put 'people at our heart'; this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others and offer a wide range of benefits and development opportunities.
- generous annual leave entitlement which increases during your time with us
- excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and much more
- salary sacrifice schemes for lease car/ vehicle, Cycle to Work, home and electronics, gym membership and more
- discounts with a range of retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
- wellbeing support, including an in-house counselling service, external helpline and more
- staff networks and support group
We're always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.
Job description
Job responsibilities
Key responsibilities will include:
Team Leadership & Development: Directly manage, mentor, and motivate a team of service desk analysts. Conduct regular performance reviews, identify training needs, and foster a culture of continuous improvement. Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs).
Service Delivery Management: Oversee the efficient and effective resolution of Digital related incidents and service requests. Monitor and analyse service desk performance metrics (e.g., first-call resolution, response times, customer satisfaction) and implement improvements. Ensure adherence to ITIL best practices and internal processes. Act as an escalation point for complex or critical issues.
Stakeholder Management: Build and maintain strong relationships with internal stakeholders across different departments. Communicate effectively with users regarding incident status and service updates. Gather feedback to identify areas for service improvement.
Process Improvement & Documentation: Develop, maintain, and improve service desk processes and procedures. Ensure comprehensive and up-to-date knowledge base documentation. Contribute to the development and implementation of IT policies and strategies. Working towards achieving the Service Desk Certificate (SDC) accreditation
Reporting & Analysis: Generate regular reports on service desk performance and trends. Identify and analyse root causes of recurring issues and recommend solutions. Provide insights and recommendations to IT management.
What You'll Bring: Proven experience in managing and leading a service desk team in a fast-paced environment. Strong understanding of ITIL framework and its practical application. Excellent problem-solving, analytical, and troubleshooting skills. Exceptional communication (both written and verbal) and interpersonal skills. Experience with service desk ticketing systems. Demonstrated ability to drive process improvement and enhance customer satisfaction. Strong organisational and time management skills with the ability to prioritise effectively.
Job description
Job responsibilities
Key responsibilities will include:
Team Leadership & Development: Directly manage, mentor, and motivate a team of service desk analysts. Conduct regular performance reviews, identify training needs, and foster a culture of continuous improvement. Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs).
Service Delivery Management: Oversee the efficient and effective resolution of Digital related incidents and service requests. Monitor and analyse service desk performance metrics (e.g., first-call resolution, response times, customer satisfaction) and implement improvements. Ensure adherence to ITIL best practices and internal processes. Act as an escalation point for complex or critical issues.
Stakeholder Management: Build and maintain strong relationships with internal stakeholders across different departments. Communicate effectively with users regarding incident status and service updates. Gather feedback to identify areas for service improvement.
Process Improvement & Documentation: Develop, maintain, and improve service desk processes and procedures. Ensure comprehensive and up-to-date knowledge base documentation. Contribute to the development and implementation of IT policies and strategies. Working towards achieving the Service Desk Certificate (SDC) accreditation
Reporting & Analysis: Generate regular reports on service desk performance and trends. Identify and analyse root causes of recurring issues and recommend solutions. Provide insights and recommendations to IT management.
What You'll Bring: Proven experience in managing and leading a service desk team in a fast-paced environment. Strong understanding of ITIL framework and its practical application. Excellent problem-solving, analytical, and troubleshooting skills. Exceptional communication (both written and verbal) and interpersonal skills. Experience with service desk ticketing systems. Demonstrated ability to drive process improvement and enhance customer satisfaction. Strong organisational and time management skills with the ability to prioritise effectively.
Person Specification
Qualifications
Essential
- Relevant Masters Degree or equivalent level of experience in IT
- ITIL V3/V4 - Foundation
Experience
Essential
- Demonstratable experience with IT Service Management
- Demonstratable experience with IT Incident Management, Service, Request and Problem Management process
- Demonstratable experience with Audit Management
- Demonstratable experience of managing a team
Other
Essential
Person Specification
Qualifications
Essential
- Relevant Masters Degree or equivalent level of experience in IT
- ITIL V3/V4 - Foundation
Experience
Essential
- Demonstratable experience with IT Service Management
- Demonstratable experience with IT Incident Management, Service, Request and Problem Management process
- Demonstratable experience with Audit Management
- Demonstratable experience of managing a team
Other
Essential
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
